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Salary: USD 112,000 - 168,000 / annual
Harvey is an AI platform transforming legal and professional services through frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. The company is at a critical inflection point with strong product-market fit and world-class investor backing.
The Senior Technical CX Specialist is a highly experienced individual contributor role for support operators who thrive in complexity. This position serves as the team's primary escalation point for the most complex, technical, or nuanced customer issues while remaining deeply hands-on in the support queue.
Key responsibilities include owning a high-volume support queue while consistently handling the most complex, high-impact, or ambiguous customer issues. You'll serve as the senior escalation point for technical investigations, edge cases, and customer-impacting incidents, leading live customer calls to troubleshoot issues in real time and drive resolution in high-stakes scenarios. You'll apply expert-level troubleshooting across product workflows, integrations, APIs, and system behavior, exercising strong judgment in deciding when to resolve independently versus when to escalate or involve cross-functional partners.
You'll partner closely with Engineering and Product on bug investigations, reproductions, prioritization, and resolution. You'll write clear, actionable bug reports with strong reproduction steps and customer impact context, track issues through resolution, and communicate updates clearly to customers and internal stakeholders. Acting as a bridge between technical teams and customers with varying levels of technical aptitude is essential.
Team enablement is a core part of this role. You'll actively upskill peers by sharing troubleshooting frameworks, product insights, and best practices, serving as a go-to resource for Specialists navigating difficult or ambiguous cases. You'll contribute to internal documentation, playbooks, and troubleshooting guides to scale knowledge across the team and model excellent customer communication, prioritization, and decision-making under pressure.
You'll identify themes, patterns, and systemic issues emerging from escalations and complex tickets, surfacing actionable insights to CX leadership to inform product, tooling, or process improvements. You'll contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.
Required qualifications include 4–6+ years of experience supporting complex, AI-powered or machine learning–driven products in a technical customer support environment. You need proven experience acting as a senior escalation point for complex, technical, or high-risk customer issues, strong technical troubleshooting skills including comfort with APIs, integrations, and technical system behavior, and experience managing bugs and collaborating closely with Product and Engineering teams. You must handle high ticket volume while maintaining exceptional quality, responsiveness, and customer empathy, lead customer calls confidently, and communicate clearly with both highly technical and non-technical users. Strong written communication skills for documenting investigations and summarizing complex issues are essential. A track record of mentoring peers and contributing to team-wide skill development without formal people management responsibility is required, along with comfort operating in fast-moving environments with evolving processes and incomplete information.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
